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Smartphones are now the majority of mobile phones in countries such as the United States, and at the end of 2011, nearly 15% of U.S. consumers went online using a tablet, according to eMarketer . By 2014, more than one in three online consumers will use a tablet, the research company predicts. Those...
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Smart Grid is causing a revolution in the way energy utilities provide service. With the rollout of Smart Grids picking up pace over the next few years, there will be more consumers needing more information which almost always equates to more budget needed for customer care. While data management costs...
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Dena Skrbina - Sr. Director, Solutions Marketing, Nuance Communications (Twitter - @dskrbina) If you have a contact center, small or large, chances are that you've already moved some of your customer care infrastructure to the cloud. It's no longer a new trend; it's an organizational standard...
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Since the emergence of multi-channel self-service, there is a growing disconnect between the typical strategy employed in telephone self-service design and what many customers actually need. This blog details the results of a survey that Nuance commissioned to uncover customer channel preferences for...
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Have you seen one yet? The new iPhone 4S ? If you aren’t one of the lucky few who got theirs today, then just wait. You are in for a treat. Today marks a milestone for natural, conversational interaction between consumers and their mobile devices. Apple’s Personal Assistant Siri marks a sea...
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The words “fun” and “IVR” aren’t typically used in the same sentence. But thanks to the concept of game mechanics they just might be more often. In this interview, Eduardo Olvera, Senior UI Designer at Nuance, discusses why the concept is gaining a lot of attention from...
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If you’re considering an upgrade to your phone self-service, chances are you’re looking for the facts about “natural language.” It’s become one of those industry buzzwords, much like “cloud computing,” which vaguely refers to many related technologies. There’s...
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Today, very few of us can deny that social media has broad based influence on brand awareness. Specifically, social gaming really has impacted enterprise customer experience - evidence Farmville. Facebook, the number one social networking site on the internet, most certainly influences consumer brand...
Posted to
Nuance Enterprise Connect Blog
by
Ilene Kaminsky
on
11-02-2010
Filed under:
Filed under: customer experience, branding, multimodal, Insurance, Facebook, 3UK, multichannel, Farmer's Insurance, social advertising, social media, Farmville, Zynga, social gaming
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I've been thinking about the concept of "personalization" over the past couple of weeks and the notion of what is the right amount of personalization for business to consumer interactions. Doing a lot of travel as I do, I've gotten accustomed to a certain level of "personalization"...
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While you’re reading this: another consumer bought a new wireless handheld device. Perhaps she made a call to her sister to test out the voice commands on the headset she bought online to go with her “phone” - and to tell her about her new car. While on the call used her multifunctional...
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Customer service in the Utility industry is undoubtedly transforming. Check out this recent post from Sierra Energy Group analyst Christopher Purdue: http://www.intelligentutility.com/article/10/08/old-fashioned-customer-service-smart-grid-world Here at Nuance, we're seeing it first hand too. I was...
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Inspired by Bon Jovi's "Livin' on a Prayer" lyrics, I posted several months ago about how we're "half way there" when it comes to certain contact center implementations. Here's another angle to the story, based on an experience I had just moments ago. Because my internet...
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Check out what Nuance's own Amy Livingstone has to say about customer loyalty vs. satisfaction and some great strategies to promote loyalty through the contact center.
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This is the second installment of Dena Skrbina's post on how consumers, having been conditioned by the ATM experience, are expecting an increasingly high level of sophistication from phone self-service. Advancements in speech recognition have made it possible to provide an automated phone service...
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Dena Skrbina our Senior Director of Solutions Marketing wrote this great commentary on how consumers, having been conditioned by the ATM experience, are expecting an increasingly high level of sophistication from phone self-service. With 2 million ATMs conveniently positioned at airports, convenience...
